Service Level Agreement

Service that's guaranteed

Since its foundation, 8el has recognised the importance of providing a consistent, high quality service. By extending its core network into customer sites and installing 'intelligent' customer premises equipment, 8el is able to guarantee performance and deliver peace of mind through a comprehensive Service Level Agreement (SLA).

In contrast to other suppliers, 8el's SLA has been written to cover events rather than performance averages. This encourages continuous support focus and clear communication between 8el and its customers.

The SLA covers voice availability, connection assurances and data network performance. The generic fault types are categorised into classes and recorded in 8el’s Customer Relationship Management platform, from which SLA reporting is then provided to customers in the form of monthly reports.